8 Results from User Feedback Exercises

8 Results from User Feedback Exercises

Key Achievements

The levels of user satisfaction for each aspect of an application (i.e. the quality of the model and its data, the support of the TMfS Support Team and our role in facilitating model applications) were in the top quartile A top quartile score for overall satisfaction with each application was also obtained There was a general improvement on overall performance from 2007

8.1 Performance Evaluation — User Satisfaction Forms

Overview

Performance of the model Performance of the TMfS Support Team Performance of Transport Scotland Overall assessment

8.1.1 The TMfS performance evaluation is based on the results of the TMfS User Satisfaction forms, which provide the views of model users on their applications. The form is comprised of four sections including:

8.1.2 There were very few comments for consideration in the returned user satisfaction forms, so the focus of this review is on the quantitative scores provided by users. While a résumé of the results are provided in this chapter, a more detailed analysis of application feedback can be found in Appendix B.

Form Return

8.1.3 As with 2007, the return of User Satisfaction Forms was poorer than hoped, with only six forms being returned throughout the course of the year. Of these forms, four were provided by the Term Consultant running the modelling aspect on a bureau basis for external clients. Table 8.1 provides an overview of current applications and denotes those for which feedback has been received:

Table 8.1 TMfS User Satisfaction Form Return

Application

User Satisfaction Form Provided?

Strategic Transport Projects Review Replacement Forth Crossing Perth Tay Crossing South Lanarkshire Bus-Based P&R TACTRAN Park and Ride Study Edinburgh Park Rail Halt Edinburgh South Orbital Bus South Lanarkshire Links to the East Bishopton Inter-Peak Model Kilbowie Park and Ride Clyde Waterbus Glasgow City Centre Paramics Vale Corridor Park and Ride Hairmyres Park and Ride FETA Main Cable Replacement M8 Baillieston - Newhouse Glasgow City Plan II Lothian Development Plan Scottish Climate Change Programme Edinburgh Air Quality Geography of Poor Skills TACTRAN Accession™

Application live Application live Yes Application live Application live Application live No Application live Application live Yes Yes Application live Yes Application live Application live No Yes Application live Yes Application live Not Required Not Required

User Feedback Results

8.1.4 The results of the User Satisfaction forms collected during year two were very positive. The form asked users to score their application of TMfS on a scale of one to five, with one being the poorest and five the best. This section presents the average ‘score’ for each of the following four categories:

The model and its data — 4.2 The TMfS Support team — 4.2 Transport Scotland — 4.3 An overall score, taking into consideration all of the above — 4.3

8.1.5 For each of the four categories, the user scores were in the top quartile. It can be argued that users’ perceptions of the performance of TMfS during year two has been very positive and the challenge is now to carry this forward into year three.

8.1.6 As noted at the outset of the chapter, additional information on the User Satisfaction Forms can be found in Appendix B.

8.2 Summary

8.2.1 Feedback is very important in gauging how well the user engagement and communications programme is doing and the performance of the TMfS team. This type of evidence from questionnaire returns is therefore extremely valuable.

8.2.2 The positive results received are very encouraging and will be built on in the year ahead. Additionally, the need for these feedback data will be emphasised to all current and future TMfS users as it helps us shape the effectiveness of the service that we aim to deliver.